Unable to return old router

[Kings2018]

Hi,
       I have received my new Hub 5 and it working fine apart from the telephone. I boxed up the old router as per instructions and went to drop it off at the designated drop off shop found on the app. When I went into the shop and the lady scanned the label she said it was not working and nothing was coming up, she even tried to manually enter the barcode number but nothing would come up. I showed her the letter from you guys with the return information and she confirmed I was in the right shop for the return but she could not enter it on the system so I still have it, what should I do now ?

Regards

           Kingsley

[newapollo · Accepted solution]

Hi @Kings2018 

If ou have a printer you can print out your own label.

https://www.collectplus.yodel.co.uk/virgin 

After clicking Create a new label. you will be prompted for your email address. Once you receive the email you will be able to print out a returns label which includes a barcode. You can then parcel up your equipment and drop it off at the nearest Collect + store.

[Kings2018]

Hi,
      many thanks for the reply that worked and I have now sent off the old router as per your instructions.

Regards

              Kingsley

[Ilyas_Y]

Hi @Kings2018, thanks for the reply on the forums.

I'm glad to hear that the matter has now been resolved.
Always reach out to us if you ever need any assistance.

Kind regards,
Ilyas.

[wilber_force]

I've just found this thread, I'm going to do the same assuming the link still works.